Major Case Detection AI Skill is a CSM Case Management capability which solves for the following: when multiple customers are hitting the same issue, support teams often don’t know that until it's too late. Cases are coming in across different queues, different agents, and no one's connecting the dots accurately. Who This Matters For: Customer service leaders managing high-volume case environments, major case managers drowning in manual escalations, and teams that need to respond faster to widespread issues. #ServiceNow #CustomerServiceManagement #CSM #AI #MajorCaseManagement #CustomerSuccess